Modules
CXGear starts with Outreach — projects, data tables, spinners, and integrations for multi-channel campaigns. Specialized capabilities are optional modules you install from the sidebar.
Opening Modules
Section titled “Opening Modules”Organization admins only (users with billing access — typically the Admin role). Agents, supervisors, and managers do not see the Modules page; installed capabilities apply org-wide for everyone.
- Sign in as an admin.
- In the bottom-left sidebar, click Modules (above Documentation).
- Browse the catalog cards — each shows a short description and what it unlocks.
src/assets/screenshots/modules-catalog.pngWhat installing does
Section titled “What installing does”Installing a module enables it for your entire organization. It does not change billing by itself (except where a module requires a higher plan). After install:
| Module | What appears in the app |
|---|---|
| Post Call Analyzer | Call Analyzer option when creating a project; PCA setup, tags, and QA sections inside analyzer projects |
| Dialler CRM | Dialler in the main nav (Configuration, agent desk, call records); agent online toggle and call floater |
| Support Desk | Support Desk in the main nav (inbox, channel dashboard, SLA/macros); call → ticket from dialler wrap-up |
Core Outreach workflows stay available whether or not you install add-on modules.
Uninstalling safely
Section titled “Uninstalling safely”Installed modules show an Uninstall button. CXGear checks for dependent data first:
| Module | Blocked when… |
|---|---|
| Post Call Analyzer | Active Call Analyzer projects still exist |
| Dialler CRM | Calling lists, trunks, routes, live calls, or online agents remain |
| Support Desk | Open tickets still exist (resolve or close them first) |
If something blocks uninstall, a warning toast explains what to remove first (for example delete calling lists from Dialler). Your data is not deleted automatically — uninstall only hides module UI until you install again.
Install actions
Section titled “Install actions”| Button | Meaning |
|---|---|
| Install | Free to enable on your current plan (e.g. Post Call Analyzer on Trial and above) |
| Upgrade plan | Module needs a higher subscription on some future paid add-ons |
| Installed | Already enabled — related UI is visible |
| Contact support | Coming-soon modules (WhatsApp Automation, Live Agent Assist) — reach out to enable early access |
Post Call Analyzer
Section titled “Post Call Analyzer”Install from Modules, then create a Call Analyzer project under Projects → New project. Analyzer projects add transcription, tagging, QA scorecards, and overnight analysis on top of the standard project sections.
See the PCA overview for setup after install.
Dialler CRM
Section titled “Dialler CRM”Click Install on the Dialler CRM card, then configure telephony under Dialler → Configuration and open Agent desk for live calling.
See Dialler overview for day-to-day usage.
Support Desk
Section titled “Support Desk”Click Install on the Support Desk card. The sidebar shows Support Desk with an inbox, channel dashboard, and seeded queues / SLA / macros. Link calls into tickets from dialler wrap-up or Call records.
Coming soon
Section titled “Coming soon”These appear in the catalog with Contact support instead of Install:
- WhatsApp Automation — template flows and two-way journeys tied to spinners
- Live Agent Assist — real-time suggestions and supervisor tools on live calls
Permissions still apply
Section titled “Permissions still apply”Installing a module turns on the feature for the org. Individual users still need the right roles and permissions (for example dialler.agent or pca.setup) to use each area. See Permissions.